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Quality Analyst with 5+ years in BPO and Client Support
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Competencies
Conducted quality assurance and performance analysis to improve service quality and client satisfaction.
Built and maintained strong client relationships, ensuring high satisfaction and alignment with client expectations.
Implemented corrective actions and continuous improvement strategies to enhance operational workflows.
Trained analysts and led cross-functional teams to meet and exceed quality standards.
Provided support via multiple communication channels, maintaining high client satisfaction in English and Spanish.
Education
Languages
Summary
Dedicated Quality Analyst with over 5 years of experience managing QA processes, improving client satisfaction, and leading performance initiatives in the BPO industry. Skilled in analytics, team training, and cross-functional collaboration.
Key Achievements
- Managed QA for US accounts, enhancing KPI compliance and client satisfaction.
- Delivered insights leading to 15% CSAT and 12% FCR improvements.
- Led audits, trained analysts, and managed multiple projects aligning with organizational goals.
Experience
Quality Analyst
Managed QA for US-based accounts, ensuring SLA/KPI compliance., Delivered insights resulting in 15% CSAT and 12% FCR improvement., Liaised with clients and teams to exceed expectations., Led audits, trained analysts, and implemented corrective actions., Managed multiple projects ensuring alignment...
Customer Experience and Quality Specialist
Provided top-tier support to English-speaking clients., Monitored performance, coached agents, and improved QA., Resolved escalations and ensured over 90% client satisfaction